Domestic Returns and Exchanges (inside Finland)
All our goods have a full 14-day (from receiving the delivery) return and exchange policy, excluding underwear and other hygienic or intimacy products (e.g. earplugs), gift certificates, tickets, clearance sale and outlet products. If 14 days have passed, unfortunately we can’t offer you a refund or exchange. If you have received a wrong or faulty product, please contact our customer service immediately.
To be eligible for a return, your item must be unused and in the same condition you received it. Trying clothing on is of course ok, but do not return items you have already washed or worn out. The item must also be in the original packaging. With media (e.g. CD's or DVD's) the shrink wrap and possible seal have to remain unopened. If there are e.g. hair, pet hair or stains on the returned product, we will not accept the return.
Living in Finland, you’re eligible to return the goods for free. Here’s how:
- Please return the package to any DSV (ex-DB Schenker) Noutopistepaketti pick-up point with your original tracking number (12-number code starting with 988). The tracking number is included in the shipping confirmation, the SMS pick-up notification and the original package label. You can also use a parcel locker. Always ask for a receipt for the return shipment from the pick-up point, because it ensures that the transport service is responsible in case the parcel is lost. Without the receipt, you are responsible for the lost parcel.
- NOTE! If your original order has DHL Express as the delivery method, please contact our customer service at store[at]backstagerockshop.com.
Fill out this return form (PDF) according to the instructions and include it with the return. If you do not have a printer, any piece of paper will do as long as it has the same information. Using your receipt as a return form is a good idea.
Once your return shipment is received and item(s) inspected, we will send you an email to keep you up to date about the processing.
Items bought from festivals/shows (in Finland only)
If you wish to return an item you bought from us at a festival or a live show in Finland, please contact our customer support at store[at]backstagerockshop.com with a picture of your receipt. No exchanges.
Refunds (if applicable)
If you are approved, then your refund will be processed, a credit will automatically be applied to your credit card or original method of payment, within a reasonable time but no later than within a month after we have received the return shipment. Please note, if you make a customer return from an order exceeding 100€ or a lower freight-free threshold (campaign) and the order value is under 100€ or a lower freight-free threshold (campaign) after the return, shipping costs will be deducted from the refunded sum.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your email and credit card or PayPal balance, then contact your credit card company, it may take some time before your refund is officially posted. If you’ve done all of this and you still have not received your refund yet, please contact us at store[at]backstagerockshop.com.
If requested exchange item is out of stock
If there is restock coming for the item, we will notify about it by email. In case item in question is unavailable, we will refund payment for returned item.
Always ask for a receipt for the return shipment from Noutopistepaketti's pick-up point, because it ensures that the transport service is responsible in case the parcel is lost. Without the receipt, you are responsible for the lost parcel.
Kindly note, refused or undelivered shipments returned back to us are not considered as authorized customer returns.
For any questions about returning a shipment, please contact us via e-mail: store[at]backstagerockshop.com.